Hello Etsy shop owners! With the busy holiday season just around the corner, I wanted to take a moment to share how we’re working behind the scenes to make sure you have the support you need during this crucial time for your businesses. I just sent an email recapping our focus areas, but just in case you missed it, I’m sharing the same update here in the Etsy Community as well.
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Having your back more than ever: You work hard to provide an exceptional customer experience, but sometimes issues arise that you can’t control. That’s why during the holiday season, we’ll increase Etsy Purchase Protection for sellers by covering refunds on qualifying orders up to $500 — double our current coverage of up to $250*. This means over 99% of orders will be covered if they meet the eligibility criteria, so even more sellers will keep their earnings if Etsy refunds the shopper because of an unexpected issue with their order. We plan to highlight the benefits of Etsy Purchase Protection more prominently in our marketing to give shoppers confidence and peace of mind that their items will arrive as expected and on time. And we believe more confident buyers will mean more sales for sellers like you.
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Providing 24/7 support: We’re here if and when you need us. You can get support around the clock in our Help Center, including live support for most topics. Today, over 80% of all chats are answered within one minute and nearly 90% of requests are resolved in less than 24 hours, and we’re working hard to even further improve resolution times**. We’ve also created a dedicated process for sellers experiencing issues with account suspensions, so they can quickly file an appeal and have a specialized agent review their case.
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Keeping Etsy special: Making sure Etsy remains the destination for unique, handmade, and creative items is one of our top priorities. As we shared in our recent Trust & Safety Update, we are focused on elevating the best of Etsy while simultaneously expanding our efforts to remove – and even prevent the listing of – items that don’t belong in our marketplace. In fact, I’m happy to share that so far this year we’ve increased the number of listings we’ve removed for violating our handmade policy by 112%***.
These are just a few of the many ways we’re working to help you shine bright this holiday season. We’re also giving you the tools and resources you need to expand your reach and grow your business. Check out our holiday checklist and join our holiday workshop on October 4 to get our pro-tips for setting your shop up for success. Later this week, we’ll also share details about how you can participate in this year’s Cyber Sale and stand out to buyers during the biggest shopping weeks of the year.
Thank you again for being part of our community—and cheers to a wonderful holiday season.
* Qualifying orders based on criteria outlined as part of Etsy’s Purchase Protection program. Orders placed from November 1 at 12 a.m. EST through December 31, 2023 at 11:59 p.m. EST that are up to $500 and meet all other eligibility criteria will qualify for Etsy to cover the cost of refunds if a buyer doesn’t receive their order, it arrives damaged, or it doesn’t arrive by the seller’s estimated delivery date.
**Based on January through July 2023 Etsy data.
***January 1 through September 15, 2023 compared to the same period in 2022.
